Lead - Desktop Support

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. 

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. 

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. 

The Sr. Desktop Support Engineer serves as a point of contact for end users and acts as a customer-facing onsite representative of the AHEAD IT Operations team. A typical day will include responding to and troubleshooting user support incidents for endpoint hardware and software, fulfilling standard IT-related requests, and escalating issues to Tier 3 staff. Responsibilities also include provisioning and deployment of laptops and desktop applications, supporting applications, and maintaining office technology hardware. 

Our ideal candidate must be a collaborative team player that is comfortable supporting a remote workforce at all levels of the organization. Applicants should possess exceptional analytical, communication and follow-up skills along with a drive to learn and emphasis on customer support. 

Responsibilities

• Serve as a point of contact for users seeking technical assistance, both in-person as well as remotely 
• Process and respond to incoming tickets to ensure courteous, timely, and effective resolution of incidents and requests 
• Troubleshoot and determine best solutions, providing accurate, thorough, and clear communication to users 
• Escalate unresolved issues to the appropriate level of the IT Operations team 
• Properly record incident actions and follow-up details into the IT ticketing system 
• Provide troubleshooting and technical support for Windows and macOS laptops 
• Provide troubleshooting and technical support for Microsoft 365 desktop and web applications 
• Provide troubleshooting and technical support for cloud applications and productivity tools 
• Provide on-site support for office technology, such as copiers, printers, wireless, Audio/Video Conferencing, phones, etc. 
• Assist with on-site troubleshooting and maintenance of office technology and infrastructure projects under the direction of the IT Operations team 
• Assist with the creation of user accounts and setting up new users 
• Assist with password resets, multi-factor authentication, and user account management 
• Create and maintain user-facing knowledge management documentation on procedures, solutions, and how-to guides 

Qualificiations

• 10+ years in a desktop support and leadership role.
• Proficient technical support skills with Microsoft 365, laptop hardware (Windows 10, macOS) iOS and Android devices 
• Experience with ServiceNow or JIRA.
• Prior exposure to remote support tools such as Bomgar 
• Experience with Mobile Device Management tools, such as Intune, and endpoint security tools, such as Carbon Black 
• Capable of supporting VOIP, teleconferencing systems, and communications tools such as Webex or Microsoft Teams 
• Ability to troubleshoot and support infrastructure such as wireless, multi-function copiers, AV, and networking (TCP/IP, DNS, etc.)
• Technical troubleshooting and problem-solving capabilities 
• Organized and able to shift tasks as priorities evolve 
• Team-oriented collaborator willing to share knowledge and experience 
• Solid communicator with the ability to provide professional documentation 

Education

• Bachelor’s Degree 
• Technical Certifications encouraged (Comp TIA A+, MCSE, etc.) 

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include: 

- Medical, Dental, and Vision Insurance 

- 401(k) 

- Paid company holidays 

- Paid time off 

- Paid parental and caregiver leave 

- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.